Customer Services Associate

PRINCIPAL OBJECTIVE OF POSITION: Interact with customers to receive and process orders, and account inquiries as well as complaints. Role is expected to investigate and resolve any issues for the customer while maintaining and projecting a professional image. Role will be required to be connected to warehouse to understand distribution situation for the customers and with internal business partners to provide any support/information around orders status and coordination of any special request. MAJOR DUTIES AND RESPONSIBILITIES: Understand policies around order management and customer inquiries processes Receive orders and enter them in SAP system after performing validations on order following defined business rules Inform customers in case of quality issues related to product, recalls, or put on hold situations Handle backorders and returns for customers: entering into system, obtaining approvals where necessary, informing customer of decisions, and clearing logs Monitor all open orders until completion and address exceptions Receive and answer customer contacts through phone, e-mail and fax and record in call tracking tool Route inquiries to related department Investigate customer’s distribution complaints with warehouse Handle customer complaints and disputes; resolve disputes; route disputes to the proper channels; determine root causes and inform customers of outcomes Receive and resolve internal ad-hoc inquiries Manage orders for new product launches and special orders Support internal and external audits Support special Order to Cash projects Position Requirements: Minimum 3 years experience in customer service Bachelor’s degree in business administration or related field SAP knowledge orders processing/editing Proficient with computer software applications: MS Office (Power Point, Word, and Excel ) Strong interpersonal and teamwork skills Fully Bilingual (English/Spanish) Excellent verbal and written communication skills Ability to assess and promptly resolve business issues Ability to influence others, teamwork, and customer oriented